Technical Support Analyst

Our client is currently seeking a Technical Support Analyst to join their team. The ideal candidate will have a combination of a strong technical background and experience working with customers in a support role.

Responsibilities

• Responsible for supporting customers and/or service partners
• Resolve reported customer issues in the areas of system configuration, setup, product functionality, and enhancements. This includes troubleshooting, testing, referral to other service areas and follow-up
• Manage escalations from both customers and partners to ensure customer success
• Document all calls with regards to customer inquiries accurately using a call tracking system (Changepoint)
• Create solutions from resolved issues for future use by customers and internal personnel
• Provide focused communication with customers/partners that is professional and timely via telephone or e‑mail
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